Oct 19, 2023
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Completed
Full Scale Contact Center Platform
$100,000+
7-12 months
United States, Denver
2-5
Service categories
Service Lines
Artificial Intelligence
Software Development
Web Development
Domain focus
Technology
Challenge
The challenge was to create a seamless contact center platform for Untangle, enhancing communication between customers and support reps, with features like automatic call routing, real-time reporting, advanced analytics, and AI. The goal was to improve customer satisfaction, optimize workflows, and meet specific requirements.
The challenge was to create a seamless contact center platform for Untangle, enhancing communication between customers and support reps, with features like automatic call routing, real-time reporting, advanced analytics, and AI. The goal was to improve customer satisfaction, optimize workflows, and meet specific requirements.
Solution
The solution involved building a Cloud Contact Center as a Service (CCaaS) product. It leveraged AWS services, such as Amazon Connect, Lambda, and S3, for efficient call handling and data storage. This approach allowed for the rapid development of a highly scalable contact center platform.
The solution involved building a Cloud Contact Center as a Service (CCaaS) product. It leveraged AWS services, such as Amazon Connect, Lambda, and S3, for efficient call handling and data storage. This approach allowed for the rapid development of a highly scalable contact center platform.
Results
The results include the successful development of a cloud contact center capable of managing around 40 million calls. By utilizing AWS services, the project achieved the goal of creating a scalable CCaaS product for a large organization, ensuring efficient call handling and data management.
The results include the successful development of a cloud contact center capable of managing around 40 million calls. By utilizing AWS services, the project achieved the goal of creating a scalable CCaaS product for a large organization, ensuring efficient call handling and data management.
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